Question 1

SmartReply

Accepted Answer

Customer Feedback Centre uses the power of AI to help create thoughtful, personalised review responses with SmartReply. Save crafting a unique response every time. Stay in control with the ability to review and edit the response before submitting.

Log in to your Customer Feedback Centre account.

Select the desired location. If you only have one location you will automatically be on the Customer Activity screen.

Go to Customer Activity and find the review for which you’d like to respond.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/GFIgVh0cDA/SmartReply%201.png (SmartReply 1)

Pro tip: Filter reviews by “Not replied to”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/FM1JoCsTLv/SmartReply%202.png (SmartReply 2)

Click the “Manage” button on the right and select “Reply”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/ixxA68YTNK/SmartReply%203.png (SmartReply 3)

Click the “Smart Reply” button to create the AI-generated response to the given review.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/R5Hr4itAcX/SmartReply%204.png (SmartReply 4)

**NB: **Make sure to read the response. You can edit the response in the text box. Click “Submit” to send the response.

Pro tip: Note: Authorise Google or Facebook in Customer Feedback Centre to respond to Google & Facebook reviews, along with 1st party reviews with SmartReply.

Question 2

Reply to Customer Feedback (1st-party Reviews)

Accepted Answer

Customer Feedback Centre makes it easy to reply to customer feedback.

Respond to feedback from a Customer Profile via Customer Activity

Reply using links in a Customer Feedback Email Notification

You can also choose to respond to feedback:

Publicly (response is displayed in Review Widget)

Respond via Customer Activity

To respond to customer feedback via Customer Activity complete the following steps.

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to reply to 1st-party reviews for from the Business Dashboard.

In Customer Activity, click Manage and select Respond for the entry you wish to reply to.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/KdDqd3pAQ5/Reply%20back%20to%20feedback%20-2.png (Reply back to feedback -2.png)

You are now in the Customer Profile and can choose to Publicly Respond or Privately Respond to the selected content.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/bh6MhnawhR/Reply%20back%20to%20feedback%20-3.png (Reply back to feedback -3.png)

Reply via Customer Feedback Email Notification

Easily reply to customer feedback from the Customer Feedback Email Notification. Click Respond Privately or Respond Publicly to be directed to the customer's profile and complete your reply.

Question 3

Negative Online Review – What should I do?

Accepted Answer

Question:

"I addressed a negative complaint from a feedback form and still received a negative online review. What should I do now?"

Answer:

Call the customer - an email may not be enough or not be read.

After solving the issue that triggered the negative review ask the customer if they are willing to revise their review.